hello everyone my name is Steve Emerson and I'm the outbound product manager for itom visibility here at servicenow today I'm going to demonstrate how you can map services in minutes with servicenow's automated service suggestions for service mapping the cmdb is your organization's data foundation and it is the data foundation for servicenow it is essential system of record of configuration data for your infrastructure and applications across on-premise cloud and microservices now the most successful cmdbs are service aware which enables you to understand the impact of infrastructure and applications to the business now service visibility is key to service operations excellence and it enables you to make data-driven decisions based on business impact across all the use cases you see here and much more for example with AI Ops you may receive thousands of alerts per day and if hundreds of them are of critical severity how do you know which ones to respond to first if you have your services mapped and you receive a critical severity alert for a server that has a database or an application installed on it that is part of an application service the service will turn red on the service operations workspace why is this important for each service that you map you assign a business criticality level to it for example bc1 bc2 Etc the service operations workspace arranges Services by business criticality so you will be able to clearly see which of your most critical services are affected and prioritize them when you look at a service map view from service operations workspace you can see the specific configuration items that have alerts against them which will help you pinpoint the root cause CI of the alert as you see here the Oracle CI on that Windows server is red now moving on to change management when you are planning a change how do you know how the business will be impacted by the change well if you have your services mapped and you create a change for a specific configuration item or items the refresh impacted Services feature will enable you to see the impacted Services right on the chains form like you see here this of course enables you to reduce risk of a failed change and easily know who owns each service to coordinate the change with if you have your services mapped you can enable unauthorized change detection whereby if you did not have a change opened at the time a configuration change was discovered an unauthorized change request will be created now oftentimes unauthorized changes are the probable root cause of an outage or a degradation Now by default unauthorized changes are created as emergency changes in this example an emergency change request was created for an unauthorized change of a configuration file the servicenow stores versions of configuration files in the cmdb which enables you to perform a comparison between two files and see exactly where the change was made if you determine that these changes needs to be reverted you can open up a new change request and assign it to the appropriate team for implementation now I just discussed why service mapping is the key to service operations Excellence with some use case examples now let's see how service mapping Works our service mapping solution provides three complementary methods to map Services together these allow you to address a wide range of service mapping scenarios and requirements giving you the flexibility to choose the optimal approach for your specific needs tag based mapping build service Maps using discovered tags or keys and values from your virtualized cloud and containerized resources if you have quality tag data across your resources you can easily map hundreds of tag-based services in minutes and if you do not have quality tag data you can use our tag governance application available from the servicenow store to Define and enforce your tagging policies ml based mapping or machine learning based mapping uses machine learning to identify meaningful traffic-based connections to be added to service Maps this makes it ideal for bulk mapping of services from scratch and extending your top-down Maps you will be able to reduce the amount of time it takes to build service maps from weeks to minutes this will be the focus of our presentation today now top down mapping uses pattern-based Discovery to identify service connections this method takes the longest because it requires an application architecture diagram and research up front and deep technical knowledge in pattern building because it is so precise top-down mapping is well suited for mapping your mission critical Services now just note that machine learning based mapping is a form of top-down mapping now it can be used to build existing services and also extend your existing top-down Maps let's talk about the evolution of machine learning based service mapping we introduced ml-based service mapping with the Quebec family release which uses machine learning to suggest meaningful traffic-based connections to be added to service Maps each connection suggestion contains a confidence score to help you decide which connections to add in the the Rome family release we introduced a rules engine to automatically add connection suggestions to service Maps globally or to specific Services based on the criteria that you define for example you can create a global rule for adding all high confidence connections to all service Maps globally or you can create a local rule to add all processes listening on a specific port to a specific application service around the time Rome was released we introduced the service mapping Plus store application that included an application service Readiness dashboard for monitoring the health of machine learning based service mapping that includes a prerequisite check to ensure that your instance is ready for ML mapping in the San Diego family release we introduced load balancer connection suggestions which detects whether or not a connection suggestion is a virtual IP address or VIP confidence scores for VIP Connection suggestions are based on connections to resources behind the VIPs in the Tokyo family release we decoupled service mapping from the family release what that means is going forward all service mapping Innovations will be released via the service mapping Plus app on the store to ensure service mapping updates can be released more frequently with the November 22 store release of service mapping plus we introduced automated service suggestions until today the question of where do I begin when mapping Services has been the biggest challenge we are so excited to announce automated service suggestions which eliminates this question by suggesting service candidates that include a pre-identified set of resources to be included in the service map with just a few clicks you will be able to gain business contacts for your infrastructure and applications and the service Maps will be kept up to date for ongoing use across the use cases we saw earlier now let's see how it works to get started with automated service suggestions for service mapping go to store.servicenow.com and search for service mapping plus you will want to install version 1.60 or higher in your instance we will begin on the application service Readiness dashboard which is where where you can check your instance for prerequisites to see if it's ready for ML based service mapping and you can also check the health of the ml training jobs associated with mlbased service mapping in addition to checking the training status of the ml jobs and the prerequisite status we also see the mapping status of application Services as well as a graph that shows the top 10 service issues of course you can dive down into each of these areas to investigate further if you are seeing some challenges with mapping specific services in order for machine learning based service mapping to function there are two key prerequisites needed the first being good TCP data what I mean by that is discovered TCP data and the second being good discovered process data so what do I mean by that let's take a look at the cmdb underscore TCP table so if you type in cmdb underscore TCP dot list and hit enter you'll be taken to the table of discovered TCP connections as you can see here it is a list of connections with the IP the listening on connected to as a type the port the process ID as well as the process and my instance here has over 15 000 discovered TCP connections the second thing that's needed is running processes so let's take a look at running processes if you type in running processes you'll there is an entry for this underneath Discovery now with running processes you have the process ID you have the command you've got the parameters the key parameters right and you've got all information about the running process along with the computer now this is key both of these ingredients are sent over to our Master training instance using predictive intelligence and then we send back the Intelligent Traffic based connections that you want to add to your service Maps we consider these to be meaningful connections now now that we know that our instance is ready let's go ahead back to the service mapping workspace and we can go look to see if we can map some actual service candidates here is where automated service suggestions comes into play with the November release this application service candidates tab is now available and it's not just a tab of course this is the screen where you can map your services in minutes what we've done here is we've identified entry points using machine learning and we've also included a number of resources to be included in each of those service Maps now this list is filtered by default to show any service candidate that has great greater than four connections and less than 100 you could certainly filter this down or up to show more connection suggestions here but let's say that we are ready to go ahead and map a service I'm going to go ahead and map this service candidate here so first thing you do is you click on the service candidate and you can either preview the map from here or you could create the application service now I'm going to go ahead and click on create application service because we can preview the map from within side of here as well so let's go ahead and do that when I click preview map we will see what the service will look like once it is mapped now this is just the initial service of course later on when you run Discovery there may be some rules in place that may automatically add you know additional connections to the service map but this is what the initial map would look like if we go back to our create application service window we just have to give it a name so let's call it the shipping service now here if this entry point had an HTTP header we use an nmap command to read the headers and if there was a name there we would put it in the name suggestion in field since there was no header it is blank So based upon looking at the map I know that this is the shipping service so I've called it shipping we can enter a description if we'd like we must give it a service owner it's not a mandatory field but in all practicality you should assign an owner to the service so that some one has accountability for that service inside of the cmdb and all other places inside of servicenow as you can see a number was assigned to the application service candidate there are several application fingerprints that were included that ml has identified as meaningful connections between each other and then at the end we'll give it a service group name in this case here we don't want to add this to any existing Service Groups but we'll add it to the all we'll go ahead and click on create service and now my shipping service is getting created after I basically clicked once but I filled in some basic information what happened there behind the scenes is a connection rule was created now earlier I mentioned about connection rules that were introduced in the roam release if you look at the service mapping connection rules we can see that there was one created for the shipping service let's go into there and look at the criteria this rule is set up so that all new connections that are discovered that meet specific criteria in this case you can see there's a lot of Source process name and Target process names that are aligned with this these will all automatically be added to the shipping service going forward upon future discoveries we can see the scope is local that means that we have to choose a service of course we chose shipping the other choice there was Global and I can show you what a global rule looks like here we have a rule for adding all high confidence connections to all service Maps inside of a servicenow globally let's go ahead now and take a look at the service that we just created if we go to our all menu and type in application Services we can see a list of all the services Maps so far let's view the map here is what the service looks like once it is discovered now once it is discovered we have not yet set it to be able to be used inside of any applications like event management change manage Etc now over here on the right you see that the status is non-operational let's go into the service itself and we will set that field as I mentioned earlier in this demo you have to set a business criticality level so I know that this shipping service is most critical to my business and I also know that this is now operational as you can see here the traffic based Discovery flag is set that is because this service is being discovered with traffic-based data but it's not just any traffic based data it's the most meaningful connections based upon the machine learning that calculated those connections let's go ahead and update that and now we are ready to use that service map inside of any application inside of servicenow so the use cases I described earlier in the demo AI Ops change management you can do vulnerability response you could do security incident response you could do risk management this service could also become part of a service portfolio uh when you build out your technology portfolio management so the list goes on and on as to where this can be used so the value in in building out these Maps is not to have the maps themselves but it is to have the maps that can be used inside of your use cases and That's all folks that is how you map a service in mere minutes using automated service suggestions for service mapping now let's recap what you saw I showed you the process to check your instance to see if it's ready using the application service Readiness dashboard that dashboard also helps you manage the health of your ml jobs as well as to check if you have any ml issues in relation to services and then I showed you the two tables the TCP table and the process table that are prerequisites for ML based service mapping you need to have Discovery discover good process and TCP data and then I showed you the process to create an application service using the application service candidates dashboard we saw how we can map the service very quickly and then we saw the connection rule that was on automatically created and then ultimately we came back to the screen you see here to set the status of the service map to operational so that it can be used to wrap up we just saw how you can gain business context of your infrastructure and applications in minutes by using servicenow our automated service suggestions solution for service mapping enables you to know where to begin for mapping your services to map Services faster and more accurately with just a few clicks and to have ongoing visibility of new service candidates to be mapped service mapping is included with itom visibility which is a suite of products that enable you to gain visibility of your entire estate to learn more about how itom visibility can help your organization please reach out to your servicenow account team thanks for watching and have a great rest of your day